Primary function:
The Service Delivery Co-ordinator reports to the Service Delivery Manager who is responsible for the quality of the services provided to our customers.
The Service Delivery Co-ordinator is therefore required to administer and maintain applications and tools that assist in report generation.
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

Responsibilities:

• To maintain a high degree of customer service for all support queries and adhere to all service management principle
• Generating account performance and management reports on request or as per schedule.
• Attending meetings that review client service, service improvements, performance and overall quality of the business process.
• Creating and maintaining client relationships.
• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Provide stats for the weekly Service Desk report on call trends

 
Duties:

• Monitor and enforce SLA’s in terms of service request turn-around times
• Procurement of Office hardware and software
• Timely Client notification – Change Controls and/or maintenance schedules
• Administrate CRM (Manage Engine Service Desk Plus)
• Ensure no service request tickets are unattended
• Supply daily, weekly, monthly reports to external and internal as scheduled
• Mine Problems, incidents for information pertaining to client requests for information
• Act as first escalation point for service requests internal and external

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